Negative Public Review Acknowledgment

When to use: Customer mentions they left a negative public review and you’re responding to the ticket.

Per D-12 — Escalate to Alex + Marketing in Slack BEFORE replying. Use the template below only after Alex approves the path forward.

Hi {customer_first_name},

Thank you for the feedback — we take every review seriously, and I'm sorry your experience didn't meet the bar we set for ourselves.

I'd love to make this right. {Resolution details — Alex to approve}. Once we resolve the underlying issue, you're welcome (but not obligated) to revise your review on Amazon if your experience changes.

Best,
{agent_name}
Lucyd Customer Support

Never: Pressure a customer to remove or alter a review. Amazon’s policies prohibit this and the consequences (account suspension) are severe. The same hands-off principle applies on all platforms.

See also: Bad-review outreach SOP — broader procedure covering Okendo / Trustpilot / Google Maps / Amazon.